System filters
A set of saved filters that ship with every tenant. The agent doesn't have to set them up; they're in the saved-filters list from day one - grouped under a System Filters heading, separate from any private filters the agent has saved. Most agents start their day from one of these and only build custom filters when none of these answer the question.
The 12 built-in filters
| Filter | What it returns |
|---|---|
| All Open Tickets | Tickets in my queues where status is not Closed or Resolved |
| My Open Tickets | Tickets assigned to me where status is not Closed or Resolved |
| Unassigned | Tickets with an empty assignee |
| Submitted By Me | Tickets where the reporter is me |
| Watching | Tickets where I'm a watcher (To or CC) |
| Created Today | Tickets created on today's date |
| Created This Week | Tickets created in the last 7 days |
| SLA Breached | Tickets where the SLA is breached and status is Open or In Progress |
| SLA Approaching | Tickets where 80% of the SLA window has elapsed and status is Open or In Progress |
| Recently Updated | Tickets updated in the last 24 hours |
| Pending Approval | Tickets where status is Pending Approval |
| Recently Worked On | The last 10 tickets the current user updated |
How to use them
The system filters show up under their own group in the saved-filters list. Pick one and the inbox updates. The conditions appear as chips on the search bar, the same as any saved filter, and the agent can edit them in place. Saving the edited version creates a new private filter; the original system filter is untouched.
Why these twelve
They cover the questions an agent asks the inbox most often:
- What's on my plate? (My Open Tickets)
- What's nobody owning? (Unassigned)
- What's about to breach? (SLA Approaching, SLA Breached)
- What did I touch recently? (Recently Worked On)
- Where am I on the side? (Watching)
A tenant admin can hide system filters they don't want their agents to see; ask your admin if some of the twelve aren't appearing.
What system filters don't do
- They can't be deleted, only hidden.
- They can't be edited (but you can save your edited version as a new private filter).
- They can't be the source of a subscription directly; save your own copy first if you want to subscribe.